Operations Officer Foreign Exchange

FAITH MAWIA MWALILI

P.O Box 345**-***** Nairobi Kenya

Cell Phone No +254 (0-725-***-***

Email ***********@*****.***

CAREER OBJECTIVE

Competent and results oriented Professional with over 7 years’ work experience in Relationship Management, Operations Management, Customer Service, Business Development and Bank Transformation / Strategy Champion in a busy Banking Institution. Seeking an opportunity where my skills and expertise in Sales/ Operations / Customer service management will be used in achieving and maintaining good customer relations, operational efficiency and compliance with operational guidelines and procedures. I mantain a proven ability to drive sales through exceptional customer service while accurately and efficiently conducting all transactions in accordance with established bank procedures.

KEY SKILLS AND COMPETENCIES

Proficiency in CRM.

Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures.

Ability to manage Clients relationship through interpersonal skills and drive to understand and meet customer needs.

Conversant with foreign exchange and trade finance.

Expertise in managing Bank transformation initiatives and programs to achieve the bank’s growth and efficiency and develop strong and high achieving teams.

Ability to successfully acquire / maintain clients e.g. through activities such as identifying high potential clients, make a compiling sales pitch based on thorough understanding of client’s needs.

Experienced in resolving customer complaints, achieve maximum customer satisfaction, improve customer experience, develop and sustain strong relationships with customers.

Ability to prioritize/organize work independently, meet deadlines and work under pressure with minimum supervision and high level of accuracy / Integrity.

Strong leadership and communication skills with experience in leading diverse teams geared towards business growth, staff motivation and customer loyalty.

Proficiency in working with Microsoft Office Applications, Core Banking Systems (Flexcube), internet and emails.

Team player with strong organizational, coordination and time management skills.

WORK EXPERIENCE

RELATIONSHIP OFFICER-RETAIL BANKING

ACCESS BANK PLC MAY 2021 TO DATE

Duties and Responsibilities

Drawing up work schedules for identifying and marketing prospective customers.

Maintaining good public relations with current and prospective customers.

Planning and reporting on marketing calls for the unit.

Structuring credit facilities to address customers’ needs and preparing/review credit proposals with the Group Head.

Monitoring and ensuring customers’ compliance with credit agreements

Presenting and defending proposals before the Credit Committee.

Negotiating foreign exchange and credit rates with customers within limits set by the bank to ensure maximum profitability to the bank.

Monitoring the unit’s performance against monthly/quarterly/annual plans.

Preparing the Team’s annual budget for consolidation and incorporation into the Group budget by the Group Head.

Preparing and presenting the Unit’s Monthly Profitability Report (MPR) and periodic reports to the Head of Retail.

Achieving annual performance target.

RELATIONSHIP OFFICER-SME

FAMILYBANK LIMITED MARCH 2017 - APRIL 2021.

Duties and Responsibilities

Credit appraisals of clients and ensuring lending is within the banks required appetite levels.

Providing feedback to the client on the outcome of their request and providing other solutions which could be beneficial to them in the long run;

Maintain consistent communication with clients through outbound calls and personal onsite visits.

Reviewing and commenting on enhanced and new facilities at the end of every month as per the Central Bank of Kenya requirement to the Credit department.

Assist clients with services and products such as loans, cash management, bank accounts, interest rate swaps, letters of credit, foreign exchange, insurance and others.

Monitoring of credit portfolio and reviewing where need be case by case by ensuring favorable parameters both for the bank and clients.

Develop strong professional relationships with members of the bank’s other departments, as well as external representatives.

Assist with other functions of the bank such as supporting senior bankers in their duties or performing additional customer service roles.

CRM management.

OPERATIONS OFFICER-CUSTOMER EXPERIENCE

FAMILYBANK LIMITED OCTOBER 2013- FEBRUARY 2017.

Duties and Responsibilities

Documenting Account opening and executing all KYC documents to facilitate account opening and all Bank’s products and services.

Increase deposits by new and existing clients by identifying and evaluating client needs’ through observation, listening and questioning techniques

Delivering timely, friendly & error free services for all customers by providing an accurate financial transaction services as per the Bank policies and procedures.

Receipting all cash deposits, accounting the withdrawals and batch proofing, banking cheques and ensuring good data and documentation management.

Managing cashiering services both front and back office including cash reconciliation, vault handling and dual custody.

Handling, processing and servicing Clients transactions in a prompt, efficient, and accurate manner hence reducing customer waiting time, service time and maximum customer satisfaction

Providing personalized, prompt and efficient customer services to Personal Banking customers whilst managing and controlling the operations of their accounts.

Ensuring compliance with both internal and external regulatory requirements (Know Your Customer (KYC), Anti-Money Laundering (AML) and other Internal Bank policies to minimize exposure and the impact of operational risks.

Eliminating the risk of cash difference by ensuring compliance to the Bank cash control procedures as well as the Central Bank requirements.

Recognised by the Branch Manager as the fastest, most efficient operations officer and a great team player, offering customers the best service.

Appointed as the Branch Transformation Champion to assist in smooth transition and adoption of the transformation changes which led to increase in efficiency and improvement in customer service

DIRECT SALES REPRESENTATIVE

FAMILYBANK LIMITED MARCH 2013 - OCTOBER 2013.

Duties and Responsibilities

Delivered excellent business performance through aggressive marketing of Bank products ensuring optimum productivity, high quality / yielding loan book, operation efficiency and outstanding relationship management.

Marketing Bank products through field visits and face to face talks with existing and new potential customers, building and growing relationship.

Met Business Banking sales targets both in number of accounts and volume and deposits through cross selling to existing customers and acquiring new customers.

Participated in sales activation and supported other Branches to boost sales and create customer awareness on bank products and services.

Generated new profitable financial relationships, focusing on the small and medium middle market segment, emphasizing on loans, deposits and cash management relationships.

Conducted daily sales calls from prioritized lead lists with the objective of scheduling company’s visits / customer’s meetings.

Maintained the portfolio at risk (par) at 5%, optimized mix of growth of the portfolio and reduced bad debt losses.

Assisted customer service team in the account opening process following the laid down KYC (Know Your Customer) policies and procedures whilst exercising due diligence.

Effectively monitored loan repayments and mitigated risks related to defaults and periodically reviewing the loan portfolio to manage likely problem areas.

Ensured regulatory compliance and implementation of effective anti-money laundering procedures and controls.

EDUCATION

Master Business Administration(Strategic Management) University of Nairobi:(2016-2019)

Bachelor of Education Science, 2nd Class Honours Moi University:(2007-2011)

Kenya Certificate of Secondary Education: Muthale Girls Secondary School:(2002-2005)

OTHER TRAININGS

Product Knowledge, Operation procedures &CBK Prudential Guidelines, October 25th - 31st 2013

Customer service &customer Relationship Management, European Investment Bank July 10th -15th 2018

Human Resource management, European Investment Bank February 2020.

MEMBERSHIP

Member of institute of customer experience(ICX)

INTRESTS

Reading, public speaking and networking.

REFEREES

PATRICK KAUME

Senior Relationship Manager SBM Bank.

Cell Phone No +254 (0-723-***-***

Email address ***********@*****.***

FAITH YEGO

Senior Manager Family Bank Ltd.

Cell Phone No +254 (0-722-***-***

Email address *****@**********.**.**

DR VICTOR M NDAMBUKI

Lecturer University of Nairobi

Cell Phone No +254 (0-722******

Email address ******.********@*****.**.**

Contact this candidate